Customer‐Enabling Tools For customer‐enabling tools, such as a new dashboard for your customer service agents, we pick six to eight well‐respected, influential internal users/employees—the individuals that the other agents look up to as thought leaders—and we work closely with them to discover the necessary product. Obviously, they are not customers and not paying anything, but instead we ask them to work closely with us through product discovery to make this tool great. Once they believe that the product is ready, we ask them to tell their colleagues how much they love the new tool.
